- Maintain long-lasting customer relationships and monitor adoption and satisfaction through customer outreach.
- Collaborate with team members to decrease churn, increase retention rates, and improve brand loyalty.
- Troubleshoot customer problems, address complaints promptly, and coordinate with relevant departments on solutions and follow-up.
- Identify at-risk customers and develop and implement retention strategies.
- Collect customer feedback and provide insights to product owners and the marketing team.
- Monitor assigned personal and termination emails and address requests in a timely manner.
- Document customer interactions, feedback, and resolutions in the CRM, and report on retention efforts and outcomes.
- Identify opportunities to upsell or cross-sell complementary offers and new products.
- Maintain an in-depth understanding of products, services, and the value proposition to educate customers.
CRMSaaS